Customer Experience Coach

2 weeks ago

Singapore beBeeExperience Full time
Job Title:
Customer Experience Coach
Role Summary
We are seeking a skilled Customer Experience Coach to drive performance and deliver exceptional results in our contact center. The ideal candidate will have a strong background in training, quality assurance, and performance analysis. If you are a dedicated professional with a passion for developing others, we encourage you to apply.
About the Role
The Customer Experience Coach will be responsible for designing and delivering high-quality training programs, conducting quality audits, and providing coaching and feedback to agents. They will work closely with management to align training with business goals and support overall contact center performance.
Key Responsibilities
  • Design and develop engaging training materials, modules, and curricula for new hire orientation and ongoing staff development.
  • Deliver effective classroom-style, virtual, and on-the-job training (OJT) sessions to ensure agents are well-equipped with product knowledge, systems training, and customer service skills.
  • Perform regular quality assessments, call monitoring, and audits to evaluate agent performance and identify areas for improvement.
  • Analyze quality reports, customer feedback, and performance metrics to pinpoint knowledge gaps, process inefficiencies, and training needs.
  • Continuously refine and improvise training strategies and content based on performance data and evolving business needs.
  • Provide one-on-one coaching and feedback to agents to enhance their skills and ensure consistent performance improvement.
Required Skills and Qualifications
  • Minimum of 3 years of experience as a Contact Center Trainer or in a similar role.
  • Proven experience in designing training programs and conducting OJT.
  • Strong background in conducting quality audits, call monitoring, and performance analysis.
  • Excellent communication, presentation, and facilitation skills.
  • Ability to analyze data, identify trends, and implement effective training solutions.
What We Offer
  • A competitive salary and benefits package.
  • Opportunities for professional growth and development.
  • A supportive and collaborative work environment.
How to Apply
If you are a dedicated professional with a passion for developing others, we encourage you to submit your application.

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